Customer Service Lead

ICN Victoria is an independent organisation supported by the Victorian Government, working for local industry since 1984. We were founded on the principle that local businesses, especially small and medium-sized enterprises, should be given full and fair opportunities to compete for work on major projects. In turn, this helps create jobs by encouraging industry to think local, social and sustainable in all procurement decisions.  

The Role:  

This full-time position reports to the Executive Manager of Customer Products and Services (CPS) 

and has the below responsibilities:  

• Lead the Client/Customer Services Team, maintaining accountability for team performance and delivery 
• Get into the detail and understand the team’s roles to be able to support when needed 
• Create and maintain productive relationships with Government agencies 
• Provide assistance on the end-to-end customer journey 
• Engage, support, and develop team members  
• Support team operations such as recruitment, onboarding, absences, and people concerns or issues 
• Lead and encourage innovation and offer solutions for continuous improvement 
• Prepare weekly, monthly, and bi-monthly reporting and monitoring 
• Work closely with other team leads, championing cross collaboration and ICN’s purpose  
• Contribute to the creation and roll-out of key operational metrics 

The Team 

The team has several responsibilities that support the customer as well as the internal business, these include: 

• Provide guidance to Industry and Government on understanding the Local Jobs First Policy and Building Equality Policy 
• Provide support to Industry and Government in the use of the policy implementation tools and processes 
• Deliver services to customers within ICN’s national platform 
• Create training materials, including training videos, user manuals and FAQs for Industry and Government  
• Present virtual and in-person training sessions to Industry and Government 
• Selling subscriptions to ICN’s national platform 
• Verifying company details on ICN’s national platform 
• Support User Acceptance Training for systems updates 
• Provide systems training to internal staff 

Skills and Competencies:  

Our ideal candidate will have the experience, ability and drive to: 

• Lead by example 
• Manage and support a small Customer Services team to deliver excellent Customer Services to government and industry users 
• Work with government to support the implementation of government policies 
• Use Customer Relationship Management databases (Salesforce experience will be well-regarded) to support organisational objects 
• Problem solve using a collaborative approach 
• Think strategically about best practice Customer Service and support systems  
• Build rapport with internal and external stakeholders 
• Project manage tasks successfully  
• Communicate effectively: including verbal, written and listening skills  
• Manage confidential and/or sensitive data  
• Use Microsoft Office Suite 
• Learn and develop 

ICN Victoria is committed to diversity, inclusion, and an equal opportunity workplace. We welcome applicants from all backgrounds and prioritise equal representation in gender, ethnicity, age, and other lived experiences such as disability and neurodiversity.  

For a confidential discussion about this opportunity, please contact Ella Keenan: *******@icnvic.org.au / 0487 368 ***.